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Major U.S. Airline X Roboyo

AI Scoring in Action: 150M€ Revenue Uplift and 570K€ Saved in RFQ Automation

May 7, 2025 | < 1 min read

Transforming Customer Feedback Classification into a Scalable, AI-Led Advantage

To reduce costs, increase accuracy, and improve speed in handling customer feedback, a major U.S. airline partnered with Roboyo to automate its case classification process. By leveraging AI to eliminate manual review bottlenecks, the airline unlocked significant operational efficiency and improved refund accuracy.

About the Client
A major U.S.-based airline known for its low-cost, high-frequency model serving both domestic and international markets. The company handles high volumes of customer claims daily and prioritizes customer experience, speed of resolution, and cost-effective operations.

Impact

Classification Accuracy
99.5 %

accuracy on ‘sensitive’ cases against human review accuracy of 83%.

Time Efficiency
6 hrs

Accelerated case processing and decision-making with 5,000 every 6hrs.

Cost Savings
~5.8 FTEs

Reduction in FTEs as a result of eliminating bias from incorrect reimbursements.

“By automating classification, we’ve dramatically improved response speed and eliminated costly manual errors, without sacrificing accuracy.”

— Director of Customer Claims, Major U.S. Airline

01

CHALLENGE

The customer feedback classification process was highly manual, repetitive, and prone to error, resulting in slow responses, inaccurate refunds, and unnecessary costs. With high volumes of feedback arriving daily, teams struggled to process cases quickly, consistently, and without bias. The inability to scale human review led to delays in resolution and reduced customer satisfaction, while incorrect classifications increased financial leakage.

These limitations didn’t just affect operations. They directly undermined the brand’s promise of reliability and fast service.

02

SOLUTION

To modernize this workflow, Roboyo deployed an AI-powered classification engine using Microsoft’s low-code Power Platform, and MS AI Builder. This end-to-end solution enabled automated processing, contextual understanding, and intelligent decision logic.

The AI solution handled each stage of the classification journey: Case Submitted → First Screening → Case Classification → Post Processing → Upload to ERP → Automated Response or Refund

Roboyo’s solution was configured to recognize nuanced language patterns and identify sensitive cases with 99.5% accuracy, matching human-level precision with exponentially faster throughput. The solution removed subjectivity, reduced human error, and significantly lowered operating costs tied to misclassified claims. It also helped ensure that every customer received a fair, consistent, and timely resolution, enhancing service recovery and reinforcing brand trust.

Technology & Methodology Used

Automation Platform:

  • Microsoft Power Platform

Technology Stack:

  • MS AI Builder

AI Techniques Used:

  • Generative AI (Gen AI) for intelligent content generation and summarization
  • Natural Language Processing (NLP) to interpret and structure unstructured, multilingual RFQ data at scale

Services used:

  • AI-Powered Classification Engine
  • Integration with ERP for refund handling
  • Workflow Automation
  • Configurable Logic for Case Sensitivity

Methodology used:

  • NLP modeling and fine-tuning
  • Iterative testing and optimization
  • Low-code deployment via Microsoft platforms
03

OUTCOME

Outcome
This engagement transformed case classification from a labor-intensive bottleneck into a scalable, AI-powered operation, cutting hours of manual effort while elevating customer satisfaction.

This operational shift not only accelerated resolution times. It reinforced the airline’s customer-first reputation, reduced refund disputes, and improved consistency in how customers experienced service recovery.

Commercial Results

  • ~5.8 FTE savings in manual processing

Operational Impact

  • 5,000 cases processed in 6 hours
  • 99.5% classification accuracy for sensitive feedback
  • 83% alignment with human classifications overall

Strategic Advantage

  • Reduced bias and error in classification
  • Faster refund turnaround time
  • Enhanced customer satisfaction and brand trust

Customer & Brand Impact

  • Strengthened trust through faster, more accurate resolutions
  • Demonstrated the airline’s commitment to fast, fair, and customer-first service, at
    scale.
  • Improved consistency in refund communication and expectations
04

WHY ROBOYO

At Roboyo, we don’t just deliver automation. We guide enterprises through meaningful transformation. With a technology-agnostic approach, we apply the right mix of AI, automation, and low-code solutions to meet the specific operational goals of each organization. Our clients trust us to translate complexity into clarity, helping them move from manual, error-prone processes to scalable, insight-driven operations.

We combine technical excellence with deep industry understanding to deliver:

What we delivered:

  • End-to-end automation strategies that reduce cost and risk
  • AI implementations that elevate operational intelligence
  • Seamless integration with ERP, CRM, and legacy systems
  • Low-code extensibility for faster deployment and flexibility
  • Long-term transformation support, from pilots to enterprise scale

At Roboyo, we operationalize AI to turn complexity into a competitive advantage.

Let’s Turn AI Into Strategic Impact

Case classification is just the beginning. If you’re ready to improve speed, reduce cost, and enhance customer experience with scalable AI, contact us to explore what’s possible with Roboyo.

GET TO NEXT LEVEL. NOW

FAQs

Q: How accurate is the AI in classifying customer feedback?

A: Our solution achieves 99.5% accuracy in identifying sensitive cases and 83% match rate with human classification overall.

Q: How quickly can this be deployed?

A: We can implement the solution within weeks, not months, leveraging Microsoft Power Platform’s AI Builder and Generative AI capabilities.

Q: Can the system handle feedback in multiple languages?

A: Yes, it can be trained to classify and respond in multiple languages, depending on customer requirements.

Q: How does this impact operational costs?

A: It reduces costs by eliminating manual effort, minimizing incorrect reimbursements, and freeing up teams to focus on higher-value tasks.

Q: Is this customizable to our specific feedback categories?

A: Absolutely. We tailor the classification model to your specific feedback categories, workflows, and business rules.

Change Website

JOLT

IS NOW A PART OF ROBOYO

Jolt Roboyo Logos

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Roboyo has acquired Jolt Advantage Group.

OKAY

AKOA

IS NOW PART OF ROBOYO

akoa-logo

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Roboyo has acquired AKOA.

OKAY

LEAN CONSULTING

IS NOW PART OF ROBOYO

Lean Consulting & Roboyo logos

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Roboyo has acquired Lean Consulting.

OKAY

PROCENSOL

IS NOW PART OF ROBOYO

procensol & roboyo logo

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Roboyo has acquired Procensol.

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